No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority.
Customer service trends topic is one of the most discussed today. Every year customer service experts publish their lists of trends, share their predictions and provide useful tips for improving your company’s customer service experience. In our blog we also published series of articles on this topic. Following those posts I would like to discuss three important customer service trends. >>>
We all know how frustrating it could be waiting hours for an email reply or being put on hold for over 30 minutes when all you want is to get answer to one simple question about a product or service you purchased. But can you imagine times when customer service meant having to travel long distances to the original store to get a repair? In fact, prior to the dawn of the 20th century, this is exactly how things used to work!
Customer service as we know it today and the technologies helping to improve it have come a long way. With the invention and the evolution of the telephone customer service has become much easier. Though it took almost 100 years for the phone to become one of the main customer service channels. Then came call centers, email, live chat, sophisticated CRM systems and social media. >>>
In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers. While failure to address the changing consumer needs can put your business at risk.
Consumers are mobile and self-reliant: they are talking, texting, browsing, chatting and tweeting more than ever. Their lifestyles demand fast and convenient access to information anytime, anywhere. And, not surprisingly, they will no longer tolerate poor customer service. In fact, 72% of consumers already stopped doing business with a company because of a bad service experience. >>>
The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace?
As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your customers, their preferences and service expectations. In fact 75% of companies already recognize service as a competitive differentiator. >>>
What will your customers look like in 2020? What will they expect from your business? Will you be ready to meet their needs and expectations? According to the report Customers 2020 by Walker Information in collaboration with Customer Think and the Chief Customer Officer Council, in 2020 customers will be more intelligent, more informed and more demanding.
As stated in the report, customer expectations are going to change dramatically as they will expect to interact on their terms. With the explosion of digital and acceleration on innovations, customers will demand companies to personalize the experience, predict and proactively address their current and future needs. Generally, by 2020 customer experience will overtake price and product as the key brand differentiator. >>>
Is your customer service team ready to meet new challenges of 2015? In the future customer service will become more savvy about how to deal with issues on early stages and then prevent them. Constantly changing customers’ expectations and preferences encourage brands to embrace a strategy of non-stop adaptation to new technologies and the next generation. Knowing the future trends will facilitate the process of developing the successful customer service strategy.
Our infographic will help you to understand what kind of facts influence the customer service and which actions should be taken to satisfy your customers and improve brand loyalty. When having this information at your fingertips you will be ready to meet and exceed your customers’ expectations.
An effective customer service strategy is vital for building and growing a successful business, no matter the size or industry. If you’re planning a quicker growth and bigger profits for your business in 2015, it’s time to start rethinking your customer service strategy to get a jump on your competitors. What exactly can you do to make it better? Here are 6 steps to building a winning customer service strategy:
1. Make Outstanding Customer Service a Priority
How do you really think of customer service? If it’s just about getting things fixed when something goes wrong – it’s an after the fact, reactive attitude. Thinking this way might be harmful for your business. A proactive attitude is seeing customer service as a total experience, a process of engaging with prospects before and after they become your customers. When done right, customer service becomes your positive, long-term reputation. Make it a priority and ensure that everyone in your organization shares this vision and lives up to it consistently. >>>